[Albator]

This is my problem: it seems my government has made the necessary so that access to Betonline website is impossible now. Indeed, it's become impossible to reach Betonline website from France for about 5 days. Impossible, whatever the browser i use (i've tried them all). I worried because i have about 2150 usd on my BETonline account. But fortunately i discovered i could continue accessing Betonline by using their "mobile" website. But here is the problem: it's impossible to make a payout request from the "Mobile" Website ! I precise that i don't intend to make a payout request now, indeed i have rollover conditions to satisfy first... But i'm worring: once rollover will be completed, how will i be able to make my payout request since that's impossible on "mobile" website, which is the only one i can access now ! I read that on the mobile website: "Customers can request a payout from their account at any time with our online system or by contacting Customer Services"
"by contacting customer services" they say, so i felt reassured. Buti decided to go on live chat(thanks to a link Lou provided me in another thread) to be confirmed this information by betonline CS. The CS representative i had was totally incompetent, not professionnal at all, he asked me all the time to hold (i spent an hour on live chat!) and eventually hang up on me (twice!). This is the chat transcription of my second attempt:


denis: Hi, it's me again, Denis
denis: i read this on mobile website:
denis: Customers can request a payout from their account at any time with our online system or by contacting Customer Services."
denis: "by contacting customers services" it 's written
denis: so is it correct???
Anderson Graham: Could you please provide me with your account number and password?
info: Your chat transcript will be sent to XXXXXXXXXXXXXXXX at the end of your chat.
denis: of course:
denis: XXXXXXX
denis: XXXXXXXXXXX
denis: i'm sorry if i didn't undertand what you told me, but you told me to use laptop or desktop to request payout but i totally ignore what it is
denis: wouldn't the most simple thing to request my payout by contacting customer services as it's writen on mobile website??
Anderson Graham: Disregard the previous message
Anderson Graham: If you have used any sports or casino bonus, you will need to comply with certain rollover amount.
denis: which message?
denis: yes of course you're right,
denis: and anyway i don't intend to make payout request now, i haven't satisfied rollover inded, but my question is:
denis: if i want to do a payout request later, will i be able to do it by contacting customer services, simply, as it's said on website?
denis: since i have no access to payout section from mobile website...
Anderson Graham: Denis, you'll need to comple the rollover required first, and then you would be able to place a payout request online
denis: you mean that once i have completed the rollover, a payout section will appear on the mobile website too? You told me before one couldn't request payout from mobile website?
Anderson Graham: Thank you for waiting. I'll be with you in just a moment...
denis: ok

Anderson Graham: Denis once you completed the rollover, you can request a payout from your PC.
denis: yes i understood it, but you confirm me i'll be able from mobile website??
denis: because if you talk about the "normal" website it has no interest , as i told you i can't access it anymore
Anderson Graham: I recommend you please request it from your PC
denis: yes i use my PC of course, but please liste/read what i say!:
denis: i'll use my PC to connect to Betonline mobile website,
denis: and will i be able to request a payout then using your mobile website?? You told me before one could not request payout on mobole website, and now you tell me to do it??
denis: but where's the payout section on mobile website????
Anderson Graham: I'm sorry for the delay. I'll be right with you...
denis: ...
Anderson Graham: I will be right with you...
denis: ok ok
Anderson Graham: Thank you for waiting. I'll be with you in just a moment...
denis: ok i hold
Anderson Graham: I'm sorry for the delay. I'll be right with you...
Anderson Graham: I will be right with you...
denis: yes i know..
Anderson Graham: I'm sorry for the delay. I'll be right with you...
Anderson Graham: Thank you for waiting. I'll be with you in just a moment...
denis: ok
Anderson Graham: I will be right with you...
denis: when you say "in just a moment" , do i have to consider 20 minutes is just a moment?
Anderson Graham: There is no on the mobile site
denis: there is no payout section?
denis: so why do you tell me to make a payout request online whereas i explained to you i only can access mobile website?
denis: Well, i have a very very simple question, so please just answer that question and no other:
denis: as i told you it's written on mobile website:
denis: Customers can request a payout from their account at any time with our online system or by contacting
Customer Services."
denis: So yes or not, as it's written, can customers request a payout contacting customers services? That's all i need to know before contacting SBR to fix the problem
Anderson Graham: I will be right with you...
denis: my question is simple: possible or not , acording to you, to request a payout by contacting customers services (that's written but that may be false..). I suppose you can give me answer without i have to wait another 20 minutes?
Anderson Graham: Thank you for waiting. I'll be with you in just a moment...
info: Your chat transcript will be sent to XXXXXXXXXXXXXXXXX at the end of your chat.
Anderson Graham: I'm sorry for the delay. I'll be right with you...
Anderson Graham: I'm sorry for the delay. I'll be right with you...
denis: no pb, i'm sure SBR members will appreciate this chat transcription and the quality of customer service on Betonline...
denis: take your time
Anderson Graham: I will be right with you...
Anderson Graham: Thank you for waiting. I'll be with you in just a moment"

And i never heard Anderson again, he hang up on me once more!!!
I then came back on live chat and spoke with Peter, much more professionnal guy, but the problem remains the same: Betonline doesn't provide me any way of withdrawing money ! Peter told me to use other browser to access the normal website, i tried at least 6 differents browsers but nothing to do, website can't be reached from France. So ,either Betonline offers me the possibility to submit payout request via mobile website or they accept that i submit my request by contacting customer service (by email or live chat for example). Is that too difficult for them ??? Or do they simply want to be sure i'll never be able to get my money back ??

I know there would be another possibility: i simply could use proxy or VPN to change my IP address, and with a foreign IP adress i could access the normal website without any problem. I suggested it to Peter on live Chat, precising him that i wouldn't want to be "outlaw" with BOL using a false IP from a different country, but he answered me he didn't recommand me to do it...

So, what to do ??? I just want to place my bets on mobile website (which is possible), and once rollover is completed be able to withdraw money. But Betonline doesn't propose me any solution for submitting withdrawal request !???

[Justin7]

Have you tried accessing BO from a proxy based outside of France?

[mrbigmun]

Have you tried accessing BO from a proxy based outside of France?

Sure! That will work!

Look at how quickly everyone outside of France gets paid by BetOnline.

He should expect a payout anytime from 2 weeks to 3 months after his request is approved.

[Miz]

Proxy is worth a try. Based on what I've read on their payouts, you may be better served slowly hedging your money out and paying the vig.

I don't know if they do book to book transfers, but that might be an idea also.

[Justin7]

Proxy is worth a try. Based on what I've read on their payouts, you may be better served slowly hedging your money out and paying the vig. .

This advice is ridiculous. You're just as likely to blow your balance up at BO as "hedge it out".

Be patient. Stop betting until you get your payout.

[Santo]

You could also call them. Skype or similar.

[Albator]

This advice is ridiculous. You're just as likely to blow your balance up at BO as "hedge it out".

Be patient. Stop betting until you get your payout.

But i have to bet again Justin because i haven't completed yet rollover conditions (i completed only about 7500 and i have to complete a total of about 15000). But placing bet wouldn't be the problem because i can do it through the Mobile website. The problem is : why on Earth wouldn't they accept that i make my payout request by contacting customer service???

[Albator]

Have you tried accessing BO from a proxy based outside of France?

When i was on live chat with BOL CS representative, i suggested him that i could use proxy or VPN when i will decide to makea payout request, because with VPN for example i could easily access the "normal" website and submit payout request. But the CS representative told me he didn't recommand me to do it???

[Albator]

This advice is ridiculous. You're just as likely to blow your balance up at BO as "hedge it out".

Be patient. Stop betting until you get your payout.

But you're right: as long as they don't guarantee me a way i'll be able to submit my payout request in the future, i stop betting !

[Albator]

By the way i posted complaint on the forum, Lou answered me SBR will contact BOL. I'm waiting now hoping a solution will be found shortly.

[Optional]

But i have to bet again Justin because i haven't completed yet rollover conditions (i completed only about 7500 and i have to complete a total of about 15000). But placing bet wouldn't be the problem because i can do it through the Mobile website. The problem is : why on Earth wouldn't they accept that i make my payout request by contacting customer service???

They will. Like you have pointed out it says on the site.

Why do you want to drive yourself crazy trying to get the same info from a CS rep that you already have from the website? I would trust a CS persons word much less.

Just complete your rollover then telephone and say "can I please make a cashout request". Viola...

[Albator]

They will. Like you have pointed out it says on the site.

Why do you want to drive yourself crazy trying to get the same info from a CS rep that you already have from the website? I would trust a CS persons word much less.

Why? Simply because with time i learned that one mustn't believe all that is written on Betonline website ! It's written too that payouts with Skrill are processed within 36 hours... and you know the reality...

[Optional]

Why? Simply because with time i learned that one mustn't believe all that is written on Betonline website ! It's written too that payouts with Skrill are processed within 36 hours... and you know the reality...

Fine, keep acting like a drama queen for no reason.

WTF do you think they are going to do for you before you complete rollover? Guarantee you policy will not change before you get around to making a withdraw request?

You sir, are an idiot.

[Albator]

Fine, keep acting like a drama queen for no reason.

WTF do you think they are going to do for you before you complete rollover? Guarantee you policy will not change before you get around to making a withdraw request?

You sir, are an idiot.

You're free to believe what you want poor guy... I should certainly follow advices from intelligent guys such as you, and wait that my balance climbs to 5000 usd before wondering "oh, by the way, how will i withdraw my money now?"
You consider i'm an idiot because i anticipate the problems ??? Stupid man...

[shari91]

By the way i posted complaint on the forum, Lou answered me SBR will contact BOL. I'm waiting now hoping a solution will be found shortly.

I don't understand why you submitted a complaint to SBR when you haven't even completed rollover yet. What exactly are you complaining about? You're stressing yourself out about something that's not even a possibility for you right now and may not be if you lose your cash before clearing the rollover. You said in your first post you know about proxies and VPNs so even if withdrawing online was your only option = problem solved. Feel like I'm missing something here.

[princecharles]

You can always surrender.

[Albator]

I don't understand why you submitted a complaint to SBR when you haven't even completed rollover yet. What exactly are you complaining about? You're stressing yourself out about something that's not even a possibility for you right now and may not be if you lose your cash before clearing the rollover. You said in your first post you know about proxies and VPNs so even if withdrawing online was your only option = problem solved. Feel like I'm missing something here.

Indeed Shari you missed something, but i must admit this is my fault because my post was so long that i realised members don't read the whole of it , but never mind, i repeat for you: you're right, with proxies and VPN it would be easy to acces website and submit request online. So that's what i proposed Betonline on live chat, i said "would yu mind if i used a VPN to have a foreign IP that could allow me to access the website (i prefered to inform them and to ask them the question not to have problem later...they could decide to close my account with the pretext i'm connecting with an IP different from France..) . and their answer was: "we don't recommand you to do that...". So would you use proxies or VPN in my place now? Then, even if as you say i haven't completed rollover yet, they assure me now that the only way for me to submit request will be to do it online by myself, which is unacceptable! So what should i do ? Take the risk to see my balance climb to 5000 usd before fixing the problem?

[YPS]

Sure you can request a payout via email.

The problem with betonline is:
If you request a payout via email, they tell you "please request it online"
If you request it online, they told you "please write an email"
If you request a withdrawal via wire they told you "sorry wire isn´t available at the moment please use moneybookers"
If you request a withdrawal via moneybookers after that they tell you "sorry moneybookers isn´t available at the moment please use wire"
If you request it via wire again the told you "sorry wire isn´t available"

and so on and so on....

thats BOL´s tactic

[shari91]

Indeed Shari you missed something, but i must admit this is my fault because my post was so long that i realised members don't read the whole of it , but never mind, i repeat for you: you're right, with proxies and VPN it would be easy to acces website and submit request online. So that's what i proposed Betonline on live chat, i said "would yu mind if i used a VPN to have a foreign IP that could allow me to access the website (i prefered to inform them and to ask them the question not to have problem later...they could decide to close my account with the pretext i'm connecting with an IP different from France..) . and their answer was: "we don't recommand you to do that...". So would you use proxies or VPN in my place now? Then, even if as you say i haven't completed rollover yet, they assure me now that the only way for me to submit request will be to do it online by myself, which is unacceptable! So what should i do ? Take the risk to see my balance climb to 5000 usd before fixing the problem?

I actually reread your first post several times to try to find a reason for you submitting a complaint before I posted in here. I'm not sure how long you've been betting for or maybe you just haven't been in a scenario before where this might have come up, but there are situations where a CS Rep will tell you they "do not/cannot recommend something" because to do so would be encouraging you in writing to violate your country's laws. This is the same thing that you'd most likely encounter if you were travelling to the US for a holiday and wanted to keep using a sportsbook that expressly bans US residents. The CS Rep would never "recommend" that you'll be fine betting while on your holiday although you would be. Either way though I'm still not sure how any of this would warrant a complaint when as of now it's a moot point. No one's stolen your money, no one's placed unfair bonus conditions on you, etc. As far as "taking a risk at seeing your balance climb to 5k USD", either way you're not getting your money out of there without completing rollover. And most gamblers understand that trying to hedge out at another book can get you in way more trouble than you thought you were in to begin with. So your end position is the same regardless of whether or not you got the answer you were looking for. Good luck with it all.

[Albator]

I don't understand why you submitted a complaint to SBR when you haven't even completed rollover yet. What exactly are you complaining about? .

So, to sum up, the aim of my complaint Shari is simple in fact: i just would like BOL to guarantee SBR that the day i want to make a payout request, they will accept i do it by contacting their customer service. Some may think that wouldn't guarantee anything, but i know that if BOL guarantees it now to SBR, they will respect it... And that way i could continue betting more reassured...

[benandjerry]

I think most people in here are a bit harsh on Albator, I certainly dont think the issue warrants filing a complaint, and tbh I wouldnt even be too stressed out about it since there is only so much he can do about it right now. But, if he wants reassurance that he'll be able to withdraw straight through CS (which it should be), I dont think its unreasonable at all to expect a simple yes answer on that question. That Anderson guy above attempt to address the issue is laughably bad.

[Hankwins]

the only reason i'd use betonline again is if i deposited enough to get a $900 freeplay. Of course they pay everyone but it's a never ending nightmare for those that like a book to pay in a timely fashion as intially quoted. I see this poster was inquiring on a matter for troubles he anticipated after completing RO. i have chatted with live help a few times and they have told me if you wanna get paid fast p2p is the only option for that!

[Miz]

This advice is ridiculous. You're just as likely to blow your balance up at BO as "hedge it out".

Be patient. Stop betting until you get your payout.

This seems true at first glance, however it is only true over a long period of time and large number of plays, and not the contrary. As an extreme example. Let's say there is a moneyline event that is -90000. Let's also keep it simple and vigless. OK, so you don't have a lot of faith in getting paid by BOL, but you don't think it is totally hopeless either. So let's say you have $100 in your BOL account. You bet it on the dog +90000, for insurance purposes, and in some other account you can cover the other side (larger amount risked).

When considering one single play, your other account is more likely to win, thus you "transferred" your money into the account with the larger balance. You did this at the risk of the dog winning that event (which is reasonably unlikely). It is a risk to "transfer" the money; the risk being that the dog somehow wins that event.

This entire idea is not valid when considering a large number of events over a long period of time, as Justin suggested. If you thought your chance of getting paid from BOL is exactly 0, then don't bother at all.

I've done this with small balances before. People can argue with this or whatever, but i am not getting into a back and forth about it.

Bet of luck, whatever you decide.

[Albator]

I think most people in here are a bit harsh on Albator, I certainly dont think the issue warrants filing a complaint, and tbh I wouldnt even be too stressed out about it since there is only so much he can do about it right now. But, if he wants reassurance that he'll be able to withdraw straight through CS (which it should be), I dont think its unreasonable at all to expect a simple yes answer on that question. That Anderson guy above attempt to address the issue is laughably bad.

Thanks for your understanding. Indeed i don't consider unreasonable to expect the answer "yes you'll be able to submit request by contacting customer service". For now, no news from BOL and SBR... How is it it's so hard for BOL to answer "yes" to a such simple question ???

[jb456223]

If France decided to no longer allow betting and the book no longer allows people from France to play then why would you not ask the CS agent what their company is planning to do to payout players from France rather then trying to sneak around and find away to place more bets? You might be opening a can of worms here that you may not like the outcome. What happens in 2 weeks if you hit tons of big wins, meet the rollover and the book removes all your winnings stating France was blocked 2 weeks prior and you broke whatever rule? I am sure you will not be happy. I think your best course of action is to find out what they are doing for France players then ask them about your rollover issue. Since you have met some of your rollover they might give you your deposit and some of the winnings attached to that deposit. Much better then you betting when they don't allow it or worse you loose your balance betting. By you doing this they can loose their gaming licence.

[Albator]

If France decided to no longer allow betting and the book no longer allows people from France to play then why would you not ask the CS agent what their company is planning to do to payout players from France rather then trying to sneak around and find away to place more bets?

For your information, the fact France doesn't allow customers to use a bookmaker that doesn't have french licence isn't recent: it dates from more than 2 years. However, despite French law doesn't want us to use these bookmakers, many bookmakers continue accepting us. That's the case for BOL, i'm not stupid, i asked them the question before opening an account with them! And even recently (less than a week) when i explained them i couldn't access the website anymore they answered me that wasn't their decision as they accept french. I don't care about my government law, all that counts for me is BOL position. I've already sent them documents in the past, everything is ok, and i've already received payout. I hope that may inform you better.

[RonPaul2008]

Just use a vpn when you withdraw....if that causes a problem ( I don't think it will) then talk to sbr again.

[jb456223]

Sorry Albator I thought you were saying the book block France as well. If you are not able to make a withdrawal over the phone then I would say that asking a friend or family member that you trust who lives out side of France to make the withdrawal for you. Just make sure who you ask does not have an account with them. Also try to get someone as close to France as possible you would not want someone from US logging in thats just to many flags. If there is no one you trust with your login info but you have someone willing to assist you can download a trial of go to assist. This will allow you to connect to their PC control mouse keyboard browser so you can login to your account with their ip and they won't see your password. Think it is a better route then VPN at least this way you have backup to say you were visiting a friend and can prove it if they ask.

[Albator]

Good news today, i received that message from Ian (from BOL):

"Hi Denis,
This is Ian from BetOnline,
Could you please inform us with the payout method and the amount that you would like to withdraw.
If you have any other questions or require further assistance, please do not hesitate to contact us.
Best Regards,"

I 'm relieved to see that it will be possible for me to submit payout request simply by contacting BOL by email. However i won't ask for withdrawal now since i haven't completed rollover (withdraw money is impossible as lons as rollover hasn't been completed,isn't it?). By the way i'm surprised they propose me to ask for a withdrawal now whereas i clearly notified them that i had to complete rollover first and i just wanted the guarantee they would allow me to submit payout request by contacting CS in the future...
I have another small problem now: on the mobile website i can't see balance and rollover situation...Is it normal, the same for everyone? But i think i'll ask the question in another post not to "confuse" and to make it clearier.